Everyone at this Southlake location was very kind and knowledgeable with all of the products. James was especially helpful! He helped set up my replacement phone, transfer my files, and made the process super easy for me! I will definitely be recommending everyone I know to this store!

Ive been a customer at this store since 2015 and each time Ive upgraded my phone or gone in for anything the service has been fantastic. The associates are always professional and courteous and never pushy. A great experience all around, each and every time!

Went here to trade in my phone after being told several times that it does not matter it has a crack in the back (it broke in Afghanistan). After walking in and not being greeted, I finally got the attention of a lovely sales rep who was eager to help, after clarifying that the phone was in good condition and ready to trade in, the manager(his name rhymes with Hames for anonymity) walked right up to us and proceeded to berate the saleswoman for accepting a phone in such condition and demanded I buy their insurance( I can’t afford it as I just got laid off due to Covid) or leave the store. After pleading with the clearly angry man, he continued to elaborate with growing fury how he could not accept my phone despite being told I could. Defeated and honestly broken as a man, I decided to head elsewhere to another T Mobile in Northlake which was fantastic, helpful, and everything James wasn’t. They even informed me of their quality military program that even saved me a few dollars. If you value your time and respect yourself, I would avoid South Lake and James as a whole.

I went to the T-Mobile/Southlake store to switch my cell service from another provider to T-Mobile. My experience was about as good as you could hope for. I was helped by James who was very friendly, knowledgeable, helpful and patient. Shopping for cell phone service isnt high on my list of fun things to do, but James made it easy.

Kyle is extremely helpful and professional. He helped my husband to switch his phone and transferred everything. It was a very pleasant experience.

Terrible experience. Waited for 45 mins and wasn’t really acknowledged. Came to buy some new iPhones for my family but wasn’t served so I left. Very disappointed!

Jesse was great. I had a challenge with some confusion on an order I placed over the phone and Jesse helped me get to the bottom of it. Thanks Jesse

I went into this store on Christmas Eve, as a single mother and working I had to wait until the day before Christmas to shop last minute of course I went into this store at about 3:30 pm I called ahead of time and was told they had an iPad which is what my daughter wanted for Xmas. Well about $600 and 4 hours later and terrible customer service I walked out money less and ipad less. Due to all stores closing my daughter didn’t have even one gift from me for Xmas. I left in tears and so upset. I asked if there was a manager or supervisor or anyone they could call to help and they said there was no one who could help. For whatever reason after paying all of that money I was told they still could not activate my daughters iPad. It is over a week later and I still don’t have my money refunded nor an iPad. I have talked to at least 7/8 supervisors who promise every day that this refund will be processed and every day I look in my account and it still hasn’t been completed. I have been with tmobile for going on 6 years. I’ve not had any troubles until now. I’m not sure what is going on but it seems customer service is not an option. Due to lack of knowledgeable reps or people just simply not wanting to do their job correctly. The worst part is I’m sure the hours and money spent on Xmas eve could have been avoided if people just wanted to do their job!! When I walked in the lady I spoke with over the phone pointed me to an older lady who def was sweet but had a huge learning curve. I was the only customer in the office yet all the other reps went off to their respective areas and got on their phones and chatted and refused to help the lady struggling to help me get the iPad activated. Finally after about an hour and a half and the lady helping me asked literally about 30 questions a lady came and started to look into this herself. It was as if it was an inconvenience to her. It also seemed they liked to let the newbie struggle as long as they didn’t have to actually work. I get it was as Eve and wanting to go home but maybe if they would have acted quicker we would have all known the situation sooner. I still can’t believe I’m dealing. With this mess over a week later. I feel like I’m standing in a room full of people screaming to the top of my lungs and no one can hear me. I honestly want to switch providers after this. I’m so warm out mentally. I would notttttt reccomend going into this store or using tmobile at alllll!!! It’s not worth the headache 🤕!!!!!

I would not even give this store a star. Absolutely mean to customers even when I told them I want switch. I ended up leaving the place. I have never been treated this bad in my life. Dont even go the Southlake store. My suggestion is go to Grapevine mills store instead. Grapevine store customer service was so awesome. Great clean and very friendly people.

We went to T-Mobile in Southlake and we’re fortunate enough to be greeted by Ronin. We wanted to add another line to our account for $20 a month and Ronin was extremely helpful.He got everything set up and told us what to do if there was a problem and everything is working perfectly and we couldn’t appreciate Ronin and tne staff more. Apparently the store has had a lot of bad wraps but we can’t say anything wrong or bad about the Southlake location. Another employee was helping a military veteran and was explaining all the discounts the gentleman could get and we appreciated that as our son is a veteran. We live in Trophy Club and had other T-Mobile stores closer but will definitely go back to the Southlake location no matter what the need.

I bought 2 iPhones from this location, Japhet and Ronin were very helpful and knowledgeable.

I was only in there for a short bit looking for some accessories there was a nice crowd in there everyone was wearing their mask did not feel uncomfortable being in the store

This store is amazing!! Ronin and Jonte went above and beyond to help me out and made sure I had everything I needed before I went overseas. Awesome customer service all around couldn’t be happier ☺️☺️

Waited an hour for help. Never got they just keep saying we will be with you in a FEW minutes!!!!!So we bought our phone somewhere else!!!!!Horrible customer service!!!

My overall experience at this place is very good. But, today I went to add a line for my account, the guys over there were very rude. Very bad customer service. I still remember the name. The guys name is Ronin. A very rude guy. I dont know why he is working there if he works like he doesnt like his job.

No honest what they say about deals

Southlake store #4103Jacob E. provided great customer service, very knowledgeable, positive attitude. Very clean, well organized store. 5 star all the way. This is the second time Jacob E. Has helped me out too. Good to see same company rep when you go in a store.

Friendly staff but pretty disorganized. Was not overly thrilled to learn they do not have the same colors of phone models that they feature on the showroom available for same day purchase...Additionally, I overheard a worker mention they forgot to change the batteries for the phone vault which led to them messing up the code and asked me to wait 15 minutes. After that, they messed up the code a second time and asked me to wait another 15 minutes. Finally, they messed up the code a third time and I left after wasting half an hour trying to buy a new phone.I will be taking all of my business to the Glade location from now on as my phone was available for purchase as I arrived.

I was pleasantly surprised (read this as utterly shocked) as I left after having received the most sincere, most genuine, and most knowledgeable service I have ever encountered at any wireless carriers retail store or outlet. I came into the store armed with a number of specific questions and (I think as a result) also received much much more open, transparent, and specific answers than I could have ever expected from such an interaction as we (as a family) address these big question mark areas to consider before moving our 6-line family from another carrier and over to the T-Mobile ONE plan. Given the plans knock-out options and rate combination, we were ready to pull the trigger with just satisfactory, however what Mr CT (his initials) provided was infinitely more valuable than just satisfactory. Unless T-Mobile really screws this up somewhere down the road, I can see our family staying with them for the next decade or even longer.

Went in to upgrade my phone and the person working, Connor, was very helpful and answered every question I had. I got to the store pretty close to close and Conner took the time to help me understand my upgrading options and find a phone that fit me. Five stars!

Great customer service!

It should have option for zero stars . maybe train employees and the manager better at this location . my pictures and videos lost forever due to employees more worried about a robbery video training class. Hello Im a customer of 13yrs lucky customer care in whichita Kansas is awesome but thats about it.

I went in the other day and the guy behind the counter was convinced that my phone was broken. But I was having data issues, and not text or talk issues, and another family member was having the same problem. After I left the store I called T-Mobile directly from my phone and the representative said this was an easy fix, that the data was coded incorrectly for my plan, and that the guy at the store should have been able to see this and remedy it quickly. I just feel like the staff here is not well trained. I almost went and got a new phone, but luckily the T-Mobile national phone assistance guy knew what he was doing and fixed it in 5 minutes over the phone.

First off I want to say I don’t normally do review but I feel this is necessary. I want to start by saying there wasn’t just one but TWO mangers at this store while I was there. When I came in I told one of the managers that approached me what I was there for, he said both of his associates were busy, and I’d be helped next which is fine i totally get that. So I wait about 15 mins, a couple other customers come in, and their told what I was told, then another manager approached me and again I told him what I was there for, and he said I’d be helped shortly. Another 30 mins goes by, I run out to my car to grab my sweatshirt because it was chilly, and come right back two mins later. Another 10-15 mins goes by and an older couple comes in, and the manager helps them out. Cool I totally get it, I worked in retail for 8 years, I know how it is. 10 mins later the three people that came in after me are being helped, at this point I had been waiting a little over an hour to be helped so I just left. Lazy management for T-Mobile standards, I used to work for T-Mobile, and I never recall management being so neglectful.

Friendly and helpful staff.

Came in with a simple issue and Jonathan not only took care of it really quickly, he was patient and knowledgeable to sell me a new phone, also adding another line to my existing plan. Hes a great asset to your Company...please let him know we appreciate his professionalism.

Just wanted the current phone im using transferred to a different device i brought in and walked out with nothing accomplished

I had to return to the store with a question (my bad) and Nathan was kind enough to interrupt his break to assist me. He was very courteous and quick to identify the issue and fix my screwup. Kudos to you for hiring amazing employees like Nathan!

Waited almost an hour with no assistance. Only one employee and one other customer in the store besides me. Do they not know how to multi-task? Or does it take an hour to assist one customer at a time? If thats the case, maybe there should be more than one employee working, especially on a Saturday.

The sales employee gave me false information when preordering a new phone and honestly wasnt very knowledgeable about anything. But he was friendly and got it taken care of by least. The manager Bruce credited my account and settled the false information given originally fairly promptly.

Very professional and prompted.Thanks James.

Thanks for hiring amazing imployees like Nathan he helped us for about 1 hour trying to find us the best deal 😀

Went there to enquire about the plans 5 mobile offers.The rep was very attentive and helpful and answered all my questions (and there were a lot of questions I had for them). Also gave me details of some of the promos I was unaware of which made it really tempting to sign up.Funny thing is this store is located next to an ATnT store and I could not help notice the coincidence that they were like literally competing each other side by side for customers. . :)

So helpful! Ask for Bruce or Conner Quick service, went above and beyond. Very friendly.

Terrible service...franchise store, dont go there...

Spent over 45 minutes in the store waiting to get warranty on a screen protector. During that time I was never even greeted.

Worst service, very bad climate and place to work. The company mistreats employees and has unfair labor practices. Often clients are refereed to apple instead of being helped in store. The store has very poor values and ethical practices. Often employees will attempt trade in on customer devices without warning the customer that there are other fees and hidden costs that they will have to endure. Employees are encouraged to sell unlimited prepaid to foreign customers so that they can be paid commission instead of offering prepaid rate plans that are available to the customer at time of transaction.

Purchased an IPhone 7 about 60 days ago...the camera stopped working. I went in to the store and was told that the only way apple warranties anything is with a deductible. I said that couldnt be true and the sales guy handed me the phone as to gesture that I should call apple. I called tmobile customer service and they informed that was incorrect, that the phone has a 1 year warranty. Then better yet, I went to the Apple store and they replaced the phone at no charge. The two guys were rude...did not address my issue, just tried to sell me a speaker. I am paying this phone off tomorrow and headed to verizon.

Staff was very helpful. Answered all my questions. Took their time too. No rushing to get on to the next customer.

ScAmtel. Stay away. Go to a corporate store.

Absolutely the worst customer service ever! Went in for simple help with my voicemail and she told me to go down the street and ask Apple! Wow I felt like my kids knew more about their product yhan they did.

Great experience! Jacob answered all my questions.

The store manager Bruce is a complete idiot!! He provided incorrect information regarding international plans, now i have false charges on my account.

We waited over one hour before someone coming to serve us. The store clerk treated our trade-in iPhone 6S as if he was examing a new phone. He used a small crack on the screen to deny us the trade-in. Terrible experience!Updated on 12/20/2018 - add some pictures so you can see the scratch yourself.

Bruce and Nathan were quick to respond and resolved my issues very fast. Friendly guys!

Rep gave bad information when we purchased two new phones and added a line. Now we have to pay more to fix the problem that we didnt do.

Horrible customer service from Management. They have the wrong person in charge. Had a phone delivered there from TMobile. Manager refused to make exchange even after Customer Care from TMobile spoke with him and told him to exchange the phone due to my being a long time customer. Manager refused to follow requests of TMobile Customer Care and refused to exchange the phone even to them. TMobile now has to resend the phone to my home due to his refusal to care or listen to the very company that employs him. They are only getting the one star because I had to select it to post review. The manager deserves no stars for this store.

This store is the best place to go if you want a friendly staff who actually cares about your situation and values your time!

The T-Mobile here are all liars, their Manager Andres refuse to talk to use. He also said that his District Manager Robert Sheffield does not care about 1 familys issues

Short staff on Saturday. Only two emoloyees are working on weekend. Waited 40 minutes.

Very helpful staff

Great costumer service 😊

Called into customer service and they left a note to give me a free sim card...and they wouldnt honor it but got the sim card at the corporate stay away from 3rd parties no help at all

Terrible company have left me with a massive bill from verizon due to incompetence

I always end up waiting here. No sense of urgency.

They would nt take my cash payment

Very professional and helpful

My account has been hacked twice through tmobile server in the last 3 months, they have major security issues.

Bruce is the best!

Great staff

Good